We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 162957 results
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Decision Reference DRN-5363151
28 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5363151 The complaint Miss P is unhappy that Santander UK Plc (“Santander”) won't refund her after she fell victim to a safe account scam. What happened I’m not going to cover all the points raised in detail. The view of 25 October 2024 covered the details of Miss P’s testimon... (9 pages)View decision -
Decision Reference DRN-5242644
28 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5242644 The complaint Mr B is unhappy Lloyds Bank PLC will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mr B fell victim to a job/task scam. He was contacted ... (3 pages)View decision -
Decision Reference DRN-5344001
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5344001 The complaint Mr T complains that Barclays Bank UK PLC (Barclays) won’t refund money he lost in an investment scam. What happened What Mr T says: Mr T was looking for an investment and came across several firms on Instagram. He was then contacted by a ‘broker’ who claimed to... (7 pages)View decision -
Decision Reference DRN-5301272
28 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5301272 The complaint Miss A complains that Bank of Scotland plc trading as Halifax provided poor service and wouldn’t give her the information about a payment it had provided before. What happened Miss A explains that she wanted the bank details relating to rental payments into her... (2 pages)View decision -
Decision Reference DRN-5363096
28 Feb 2025 Metro Bank PLC UpheldConsumer CreditDRN-5363096 The complaint Mrs B is unhappy with Metro Bank Plc trading as RateSetter’s handling of a loan in her name that she says was taken out as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an ove... (3 pages)View decision -
Decision Reference DRN-4970074
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4970074 The complaint Mr M complains that Revolut Ltd (Revolut) won’t refund a £760 transaction which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr M says that he lost hi... (2 pages)View decision -
Decision Reference DRN-5302767
28 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5302767 The complaint Mrs B complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Mrs B was approved for an Aqua credit card in January 2018 with a £450 credit limit. I have detailed the credit limit changes below: November 2018 £450 to £1,100 April 2019 £1,1... (3 pages)View decision -
Decision Reference DRN-5282812
28 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5282812 The complaint Mr J complained because Lloyds Bank PLC refused to refund him for three cash machine withdrawals which he said he hadn’t authorised. What happened On 1 September 2024, Mr J contacted Lloyds. He said he’d lost his debit card the previous night, and there had be... (3 pages)View decision -
Decision Reference DRN-5244315
28 Feb 2025 World First UK Limited Not upheldBanking and PaymentsDRN-5244315 The complaint M, a limited company, complains that World First UK Limited didn’t ensure that an international payment reached the intended payee. What happened M explains that on 1 May 2024 it sent an international payment of US Dollars 2,900 through World First to a client ... (2 pages)View decision -
Decision Reference DRN-5324393
28 Feb 2025 Lendable Ltd UpheldConsumer CreditDRN-5324393 The complaint Mr C complains that Lendable Ltd lent irresponsibly when it approved his loan application. What happened Mr C applied for a loan of £4,000 with Lendable in October 2023. In his application, Mr C said he was self employed with a monthly income of £2,092 and ren... (3 pages)View decision
